Solution Support Team Manager (s/4hana Cloud Public Edition)

Solution Support Team Manager

We help the world run better. At SAP, we keep it simple: you bring your best to us, and we'll bring out the best in you. We're builders touching over 20 industries and 80% of global commerce, and we need your unique talents to help shape what's next. The work is challenging – but it matters. You'll find a place where you can be yourself, prioritize your wellbeing, and truly belong. What's in it for you? Constant learning, skill growth, great benefits, and a team that wants you to grow and succeed.

About SAP Labs Network and SAP Labs Vietnam

SAP Labs Network is the global R&D setup where over 55,000 engineers around the world create, operate and support the most innovative enterprise solutions for SAP's customers worldwide. SAP Labs Vietnam aims to become one of the key locations within the SAP Labs Network to support the engineering growth for SAP.

What You'll Do

We are seeking an experienced and dynamic leader for a permanent opportunity in Ho Chi Minh City, Vietnam. This is an exciting leadership opportunity to help establish and shape a Technical Support presence in a new location. This role requires expertise in managing and developing teams, driving operational excellence, and delivering outstanding customer satisfaction. The ideal candidate will have a strong background in technical support, SAP solutions, and customer engagement.

As a Solution Support Team Manager, you will lead a team of highly skilled support professionals responsible for troubleshooting and resolving complex customer issues reported through various industry-leading channels. You will work closely with development teams, leverage knowledge databases, simulate problems, and provide remote support to ensure a seamless customer experience. Your leadership will be critical in maintaining high customer satisfaction and fostering a culture of innovation and excellence.

Key Responsibilities:

• Lead, coordinate and set priorities for the Support team's daily operations to ensure timely and high-quality task completion.
• Capacity Planning and Resource Management within the team, KPI adherence of the team.
• People Management of team, including Feedback / Career Development and Employee relations topics.
• Break down SAP strategy to team and prepare your employees for future challenges.
• Drive the execution of the Product Family/Portfolio strategy in cooperation with other STM's.
• Processes: Responsibility to implement and to ensure the introduction, working and optimizing of internal processes within the team.
• Accountable and responsible for all tasks and activities of the team, ensuring effective, efficient and high-quality delivery of Support Services to customers.
• First point of contact for all issues within the team (incident escalation, workload, dispatching, customer, complaints…).
• Deliver Schedule a Manager Service to our customers.
• Collaboration with other Support teams in other SAP locations.
• Collaboration with another LOB's like the CSP/PDM/AIS/DEV/MCC/etc.
• Monitoring and driving effective communication within Support Team.
• Define clear team objectives and communicate expectations.
• Other responsibilities dependent on business need.

What You Bring

• University degree in computer science, business administration or similar qualification.
• Excellent English communication skill (oral and written).
• People Management/leadership skills.
• Excellent customer focus, internally and externally.
• Flexibility / proven ability to work under pressure.
• Strong personality and good communications skills.
• Solid escalation management skills.
• Excellent organizational skills.
• Experience in technical support or a customer facing role.
• Deep and wide technology knowledge will be a strong advantage (SAP technology certification nicely seen).
• Self-motivated, proactive and solution oriented.

Work Experience

• 10+ years of SAP experience (technical or functional).
• High level experience of managing team, ideally experience in similar role for at least 3 years.
• Experience in an IT related consulting/support/development job/IT manager.
• Experience in the S/4HANA Cloud Finance functionality.

Meet your team: S/4HANA Cloud Public Edition team is a dynamic global support team, supporting public cloud customers. We are a people-focused team, fostering an environment of creativity, growth, employee health and engagement. We aim to deliver the Best-in-Class Support Experience for our Customer and through coaching, learning and development, help our employees realize their full potential. If you're searching for a diverse, multi-cultural team where you feel empowered, respected, and dedicated to your ideas and individual growth — you have come to the right place.

Bring out your best: SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, you can bring out your best.

We win with inclusion: SAP's culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone – regardless of background – feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better world. SAP is committed to the values of Equal Employment Opportunity and provides accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team: Careers@sap.com.